ABOUT THE ROLE: Staff Cloud Network Engineer As a Staff Cloud Network Engineer, you will be a part of Aviatrix's Customer Support team. This position is a critical organization as a part of our customers' adoption of Aviatrix's enterprise multi-cloud Networking and Security Services Software.
You'll guide our customers for quick and consistent adoption, accelerated integrations with our multi-cloud software products, and real-time support and strategy to ensure our customers are satisfied with Aviatrix's products. This will be a Monday-Friday role, working Pacific Time Zone hours.
KEY RESPONSIBILITIES- You will be a subject matter expert, serve as a technical escalation point for complex customer issues involving cloud networking, connectivity, security, and performance across multi-cloud environments.
- Work closely with Sales, Solution Engineering, and Product Engineering teams to manage, troubleshoot, and resolve advanced technical issues for Aviatrix enterprise customers.
- Lead the end-to-end resolution of complex customer problems related to deployment, integration, optimization, and upgrades of Aviatrix solutions.
- Provide hands-on, production-level support, including live troubleshooting sessions, packet analysis, and root cause analysis (RCA) for critical customer incidents.
- Act as the first line of defense for high-priority and escalated cases, coordinating with Engineering and Solution Engineering teams to ensure timely resolution.
- Proactively identify, document, and report product defects, and advocate on behalf of customers to drive product quality improvements.
- Collaborate closely with Senior Engineering and Support Leads on customer-reported bugs, reproduction steps, and validation of fixes.
- Develop and maintain knowledge base articles, troubleshooting guides, best practices, and internal runbooks for complex scenarios.
- Provide technical feedback to leadership on recurring issues, customer pain points, and recommended improvements to product and support processes.
QUALIFICATIONS- 8+ years of experience in customer success, technical support, resident engineer, network engineer, or similar customer-facing technical roles.
- Strong understanding of networking fundamentals, including:
- Routing and switching
- BGP, OSPF
- TCP/IP, DNS, NAT
- IPsec VPN, SSL VPN
- Network troubleshooting and packet flow analysis
- Hands-on experience with cloud networking architectures across:
- Amazon Web Services (AWS) (VPC, TGW, ENI, routing tables, security groups)
- Microsoft Azure (VNETs, VNets peering, Azure Firewall, Load Balancers)
- Google Cloud Platform (GCP) (VPCs, Cloud Router, VPN, Interconnect)
- Strong experience in configuring, testing, and troubleshooting network and security products, such as:
- Cisco ISR / ASA
- Palo Alto, Check Point, Fortinet
- Juniper, Meraki
- Riverbed, Barracuda, SonicWall, Aruba, Sophos
- Solid understanding of virtualization, Linux internals, and infrastructure software.
- Experience with Python, shell scripting, and automation, including log analysis and troubleshooting automation.
- Familiarity with security concepts and products (firewalls, IPS/IDS, segmentation, zero-trust) is a strong plus.
- Ability to analyze logs, metrics, and traces to diagnose complex distributed system issues.
- Strong communication skills to explain complex technical issues clearly to customers and internal stakeholders.
- Ability to multi-task, prioritize, and work effectively in a fast-paced, customer-driven environment.
- Bachelor's or Master's degree in Computer Science, Engineering, Mathematics, or equivalent practical experience.
IF BASE SALARY AND TARGET BONUS (US):
The Dallas based annual base salary range for this full-time position is$131,300 - $154,500+ benefits + 401(k) match + equity and is bonus eligible. The pay range is determined by the role, work location, job-related skills, level, experience and relevant education. The range displayed is applicable only for new hires for the listed position located in the US. Your Talent Advisor can share more details regarding salary ranges, benefits, and equity for your location during the hiring process.
BENEFITSUS: We cover 100% of employee premiums and 88% of dependent(s) premiums for medical, dental and vision coverage, 401(k) match, short and long-term disability, life/AD&D insurance, $1,000/year education reimbursement, and a flexible vacation policy.
Outside the US: We offer a comprehensive benefits package which, (subject to regional variations) could include pension, private medical for you and dependents, generous holiday allowance, life assurance, long-term disability, annual wellbeing stipend
Your total compensation package will be based on job-related knowledge, education, certifications and location, per our aligned ranges.
